As Front of House Duty Manager you will lead, train, and support a team of front-of-house staff, including ushers and box office, to deliver exceptional customer service and create an outstanding visitor experience. You will be responsible for overseeing the daily operations of the front-of-house area, ensuring safety and cleanliness, and working closely with other departments to deliver a smooth and enjoyable experience for all our guests.
Job Title: Front of House Duty Manager
Department: Audience Experience
Reports To: Audience Experience Manager
Salary: £15.00/hr
Contract type: Casual
Start Date: January 2025
Underbelly Boulevard is a new live entertainment venue for music, cabaret,
variety and comedy, comprising of a 200 capacity cabaret and music venue, a
rehearsal room for hire, daytime hire for events, readings and workshops, a fully-
fledged cocktail bar and Artusi Soho, a restaurant from the brilliant founders of Artusi
(Peckham) and Marcella (Deptford). We are seeking a motivated and experienced
Front of House Duty Manager to help lead our audience experience team and
ensure an unforgettable experience for all visitors.
Key Responsibilities:
Front of House Management:
- Oversee all front-of-house operations during performances, events, and
general service, ensuring high standards of audience experience.
- Be the point of contact with performing companies on shift.
- Lead pre-show briefings and motivate the team to deliver exceptional service at all times.
- Manage guest flow, ensuring timely and seamless entry and exit from the venue.
- Assist with guest queries, providing clear and confident answers to ensure satisfaction and resolution of any issues.
- Maintain a clean, organised, and welcoming front-of-house area.
- Ensure that staff provide excellent customer service while promoting upcoming shows and events.
- Manage the front-of-house staff on shift and report any attendance or staffing issues to the Audience Experience Manager.
Health & Safety:
- Implement and enforce Underbelly Boulevard’s health and safety policies,including emergency and evacuation procedures.
- Lead staff in safety procedures, including evacuation drills, first aid, and crowd control.
- Ensure compliance with licensing laws and regulations, including capacity limits and fire safety.
- Log any accidents, incidents, or near-misses, and report hazards promptly.
Audience Experience:
- Engage with guests to ensure they have an enjoyable and memorable visit, from entry to exit.
- Handle any customer complaints or issues calmly and professionally, ensuring swift resolution.
- Promote the venue’s events, menu, and services, ensuring guests are well- informed.
- Escalate any customer’s complaints to the Audience Experience Manager as needed.
Team Leadership & Collaboration:
- Work closely with other departments, including duty technicians, bar and restaurant teams, security, to ensure seamless event execution.
- Train new staff on front-of-house operations, including customer service standards and health & safety protocols.
- Provide feedback and support to team members, fostering a positive, collaborative working environment.
Person Specification:
Essential
- Experience in a front-of-house role, ideally in a theatre or live entertainment venue.
- Proven leadership skills, with experience managing and motivating a team.
- Strong customer service skills, with the ability to handle a wide range of guest interactions with professionalism and tact.
- Excellent communication skills, with the ability to engage and inspire both individuals and groups.
- Calm under pressure, with the ability to resolve conflicts or issues quickly and effectively.
- Strong organisational skills, including experience managing staff rotas and reporting.
- Flexibility to work evenings, weekends, and public holidays in line with the venue’s schedule.
Desirable:
- First aid trained.
- Experience in managing health & safety procedures in a public venue.
- Passion for the arts and live entertainment.
Staff Benefits:
- Free entry to shows at Underbelly venues (subject to availability).
- discount at Underbelly bars.
- Staff social events.
Equal Opportunities:
Underbelly is committed to reducing its environmental impact and maintaining an
open-access policy. We are an equal opportunity employer and welcome applicants
from all sectors of the community. We ensure that no job applicant or employee
receives less favourable treatment based on age, disability, sex, sexual orientation,
race, religion or belief, gender reassignment, marriage or civil partnership,
pregnancy or maternity, or any other unfair criteria. We expect our employees to
support these commitments.
How to Apply:
Please apply via the apply now button by January 6th. We look forward to hearing
from you!
Join our vibrant team at Underbelly Boulevard, where creativity, hospitality, and
exceptional guest experiences come together